HP OfficeJet Pro 8710 not visible to any devices on same network

[Tripconroy]

I cannot figure out why I cannot connect to my HP OfficeJet Pro 8710. The wireless printer is online for sure connected to the same wireless network as all other devices. When I log into HPeprint site it can see that printer, I can email docs to the printer and it will print. I have a MacBook Air, 2 Surface Pros, 4 iPhones...none of them will connect...driving me insane! 

I've gone through the virtual support, tried all things, nothing works...help???

[Jay_G24]

Hi @Tripconroy,

I'd like to help!

Let's try the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there an antivirus software installed on your Mac?

5.) Could you perform a ping test using the Mac Network Utility and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems. 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping

[Tripconroy]

Thank you for offering to help. 

Your first 4 questions:

1. The computers and printers are in the same room only a matter of feet apart

2. I don't have an Apply router but an Xfinity 

3. Literally only two feet from the printer

4. Do not feel there is any interference since the devices are so close

Next 4 questions:

1. Printer and Mac and Surface pro are all on the same network

2. Don't know if the router is dual band...nor do I know how to check or change but will try and figure that out

3.  only a matter of feet

4. Do not believe any anti-virus on the devices 

5. I tried to ping the printer router address and it failed. 

This response portal will not allow me to copy and paste and screenshots.

I know the printer is online because I can email a document to the printers email address and it will print. But none of the devices in my home can see or connect to the printer. I know the printer is connected to our wireless network 

[Jay_G24]

Please ping the printer's IP from your mac and let me know the address-

Perform a ping test to check the connectivity

1.        Obtain the IP address of the printer by clicking on the Wireless icon on the printer

2.        On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box

3.        Check the second box that says Send only > 10 pings

4.        Click on ping > Check the results at the end if any packets are lost

5.        Note: There should be 0% packet loss, share the results in your next post.

Keep me posted with the results!